“ With Salesforce , we ' ve been able to digitalise our processes , gain more control and transparency over the customer journey , and respond quicker to customer requests and preferences ”
ABB ROBOTICS
“ With Salesforce , we ' ve been able to digitalise our processes , gain more control and transparency over the customer journey , and respond quicker to customer requests and preferences ”
ARNO STROTGEN GROUP VP , SERVICE & DIGITAL PLATFORM , ROBOTICS & DISCRETE AUTOMATION , ABB
Sharing knowledge among 1,600 service professionals is ciritcal to adding value to our customers and ABB ’ s long-standing relationship with Empolis , delivers advanced knowledge management systems powered by AI . “ With this tool , our employees always have the newest service documents at hand and find the right case solution step-by-step , via guided troubleshooting ”, says Strotgen .” This not only applies to our remote service , field service and support operations , but also to our customers as self service . Our primary benefit , however , is that our overall resolution time for service cases has dropped substantially , thus , improving customer satisfaction ”. “ The platform is also valuable in training new service technicians ”, he adds . In another partnership venture , this time into the fast-developing field of augmented reality ( AR ), ABB is running a pilot in collaboration with Techsee , a company that specialises in computer vision , AI , and AR , with the aim of giving remote support to its customers . “ By simply sending our customers an SMS , we establish a secure connection to support them remotely with augmented reality : this was very helpful in the pandemic . When we couldn ' t physically visit them , we could establish a quick connection with them and then help them resolve their issues in a truly smart way ”.
ABB Robotics : an open door to the future It will be noted that some of the examples of collaborative innovation we have seen are found in the construction industry . This sector has been slower than many to embrace automation , but now due to conditions caused by the pandemic , climate change , and population shifts , it is catching up fast , Arno Strotgen believes . The pressure for more sustainable , carbonneutral , and affordable housing is driving this change and ABB is keen to develop the solutions the construction industry needs .
There are several ways in which robotics is quietly revolutionising construction . Apart from helping with the chronic problem of skill shortages it can increase productivity and bring new tech skills . Modular construction and other examples of off-site fabrication bring huge cost and time benefits , and at the same time speed up the introduction of new materials , and technologies such as 3D printing . Reducing the numbers of workers on-site and automating some of the more risky operations will help solve that persistent bugbear of the industry – worker safety . technologymagazine . com 83